This dissertation examines how the rising deployment of AI agents across service settings reshapes the social expectations placed on these technologies — shifting the conversation from what AI agents can do technically to how they must behave socially to be accepted and effective.
Across four studies, we show that deploying service robots and engaging in CSR are not always compatible strategies — brands with high fit CSR suffer more from introducing robots, driven by misaligned consumer attributions about profit maximization motives.
Enabled by technological advances, robot teachers have entered educational service frontlines. Scholars and policymakers suggest that during Human-Robot Interaction (HRI), human teachers should remain “in-the-loop” (i.e., oversee interactions between …
Service robot research recognizes that dyadic customer–service provider interactions do not occur in isolation, yet it has not comprehensively detailed human–robot interaction (HRI) in collective service settings. The current article analyzes 1107 …
Service robots present a new frontier in the provision of services, with far-reaching implications for customers and managers alike. The purpose of this chapter is to examine how service robots impact service providers' current marketing strategies. …
Customer comfort during service interactions is essential for creating enjoyable customer experiences. However, although service robots are already being used in a number of service industries, it is currently not clear how customer comfort can be …
**Purpose:**
Many service industries are facing severe labor shortages. As a result, service providers are turning to new sources of labor, such as service robots. Critics however often point out that service robots lack emotional communication …